Jackpot.cc Casino - Player's account is closed over alleged bonus abuse.

Good morning,

I recently signed up to a new casino following recommendations from a fellow online streamer as the rewards and bonuses looked very appealing.

I had never previously heard of this casino but after doing some research, I was satisfied that they seemed legit enough to give them ago.

I made my first and second deposit with bonus offered and was unsuccessful at completing the wager. I decided to take the 3rd welcome bonus and on this occasion, I managed to hit a big win. I successfully completed the wager and quickly sent though all the documents for verification. I recieved an email very shortly after, requesting for a selfie of me holding my ID, which I obliged to straight away and sent through to them.

I continued to play for a while and requested my withdrawals of £800 and £1000 whilst I waited for my verification to complete. This is where the problems started. Verification stayed pending for quite some time so I reached out to them to request an update. They responded a few hours later, saying my verification was almost complete and my withdrawals would be processed smoothly. Great!

Merely an hour or so later, I then recieved another 3 emails, 2 rejection on withdrawal and an account closure with all winnings removed. They stated a reason of bonus abuse and duplicate accounts. I have responded to them stating I have never heard of this casino before registering and do not have more than 1 account, so this is completely false. I stuck to the max bet rules and wagering rules of the bonus recieved and sent them through all requested documentation.

I have yet to recieve anything back from the casino in regards to me stating they have got there allegations completely wrong.

All this seems strange to me, how they were in possession of my documents but only 'detected' 2 or 3 days later, but we're communicating with me to request a selfie of myself holding ID.

I am claiming my full withdrawal of £1800 and have sworn of only having 1 account and only ever registered with them on this 1 occasion, as previously stated, i didnt know this casino or ever heard of it before i registered. I have also obeyed all bonus rules whilst I was wagering the casino requirements.

I can of course upload and send any evidence of communications to you, but they have closed my account so currently have no access.

I hope you can assist me.

Regards

[Redacted]

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Hello.

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila